CPA Executive

The CPA Executive will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and delivering accurate information about our products and services. Working within the CLM Domestic BFSI – Manpower Back Office team, you will help maintain strong client relationships, ensure compliance with regulatory standards, and contribute to operational efficiency in a fast‑paced environment.

Responsibilities

• Respond to inbound client inquiries via phone, email, and chat with professionalism and accuracy.
• Diagnose and resolve product or service issues, escalating complex cases as needed.
• Provide clear information on BFSI offerings, policies, and procedures.
• Document all interactions in the CRM system, ensuring data integrity and confidentiality.
• Collaborate with cross‑functional teams (operations, compliance, IT) to address client concerns.
• Monitor service level agreements (SLAs) and strive to meet or exceed performance targets.
• Identify recurring issues and suggest process improvements to management.
• Assist in onboarding new clients by guiding them through initial setup and documentation.
• Maintain up‑to‑date knowledge of industry regulations and internal policies.
• Participate in regular training sessions and share best practices with peers.

Qualifications

• Bachelor’s degree in Commerce, Finance, Business Administration, or related field.
• Minimum 2 years of experience in a customer care or client‑facing role within BFSI or related sector.
• Strong communication skills, both written and verbal, with a customer‑centric attitude.
• Proficiency in CRM tools and Microsoft Office suite.
• Ability to analyze problems, think critically, and provide effective solutions.
• Knowledge of banking, insurance, or financial services regulations is preferred.
• Excellent organizational skills and attention to detail.
• Ability to work independently and as part of a collaborative team.
• Flexibility to work in shifts, including occasional evenings or weekends.
• Demonstrated commitment to maintaining confidentiality and data security.